Statistical press notice: NHS 111 Minimum Data Set – November Release

This news article was published under
the 2010 to 2015 Conservative and Liberal Democrat coalition government

Monthly call statistics to the NHS 111 service up to and including November 2011 were released today by the Department of Health

The following statistics were released today by the Department of Health:

Call statistics to the NHS 111 service up to and including November 2011 from the six sites providing this service and able to provide data at this time. The sites are: County Durham and Darlington, Lincolnshire, Luton, Nottingham City, Isle of Wight and Derbyshire.

The main findings for November 2011 were:

1. In November, there were 43,749 calls to the 111 service, with 76% of these calls from people directly dialling 111. Scaled up, this would represent 12.8 million calls per year across England to the NHS 111 service.

2. In November 89% of calls made to the 111 service were answered, with 99% of these answered within 60 seconds. Of the remaining calls, 10.5% were abandoned by callers within 30 seconds of the introductory message and 0.5% of calls abandoned after waiting longer than 30 seconds.

3. Average length of a call episode for data up to and including November was 9 minutes 01 seconds, with 78% of callers receiving a triage and 2% of people called back.

4. On average 32% of call time was handled by clinical staff for all calls up to and including November.

5. For the period between April to October 2011, 92% of callers were very or fairly satisfied with their NHS111 experience.